Queue Statistics¶
The Queue Statistics KPI Functions display aggregated Queue statistics for the current day.
Depending on the KPI Function, the following parameters may be used:
Channel Type – Allows you to select from a list of Channel Types.
Queues – Allows you to select from a list of Queue names.
Wrapup Codes – Allows you to select from a list of Wrapup Codes.
Longest Accepted Queue Time¶
Returns the longest time a task spent in the queue before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Accepted Ringing Time¶
Returns the longest time a task spent ringing before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Conference Time¶
Returns the longest time a task spent in a conference call with an agent or multiple agents.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Connected Time¶
Returns the longest connected time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Consult Time¶
Returns the longest time a task spent in a consultation with an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Hold Time¶
Returns the longest time a task spent on hold.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Last Queue Time¶
Returns the longest queue time for the last queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Queue Time¶
Returns the longest queue time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Ringing Time¶
Returns the longest ringing time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Self Service Time¶
Returns the longest self service time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Longest Wrapup Time¶
Returns the longest time a task spent on wrapup.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Abandoned¶
Returns the number of assigned tasks that were abandoned in a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Abandoned In Service Level¶
Returns the number of assigned tasks that were abandoned in the queue within specified service level.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Accepted¶
Returns the number of assigned tasks that were accepted in a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Accepted In Service Level¶
Returns the number of assigned tasks that were accepted in the queue within specified service level.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Callback¶
Returns the number of tasks that were set for a callback.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Conferenced¶
Returns the number of tasks that were part of a conference call with one or more agents.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Consulted¶
Returns the number of tasks that required consultation before resolution.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Enqueued¶
Returns the number of tasks enqueued in a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Held¶
Returns the number of tasks that were placed on hold at some point during their processing.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Offered¶
Returns the number of queue tasks that were offered to an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Outdial¶
Returns the number of tasks that were outdial.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Self Service¶
Returns the number of tasks that were connected through self-service options.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Total¶
Returns the total number of tasks for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Transferred¶
Returns the number of tasks that were transferred.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Transferred To Agent¶
Returns the number of tasks that were transferred to an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Tasks Transferred To Queue¶
Returns the number of tasks that were transferred to a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Accepted Queue Time¶
Returns the total time tasks spent in the queue before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Total Accepted Ringing Time¶
Returns the total time tasks spent ringing before being accepted by an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Total Conference Time¶
Returns the total time tasks spent in a conference call with an agent or multiple agents.
Parameters: Queues, Channel Type, Wrapup Codes
Total Connected Time¶
Returns the total connected time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Consult Time¶
Returns the total time tasks spent in a consultation with an agent.
Parameters: Queues, Channel Type, Wrapup Codes
Total Hold Time¶
Returns the total time tasks spent on hold.
Parameters: Queues, Channel Type, Wrapup Codes
Total Last Queue Time¶
Returns the total queue time for the last queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Queue Time¶
Returns the total queue time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Ringing Time¶
Returns the total ringing time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Self Service Time¶
Returns the total self serivce time for a queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Time¶
Returns the total lifetime of tasks associated with the queue.
Parameters: Queues, Channel Type, Wrapup Codes
Total Wrapup Time¶
Returns the total time tasks spent on wrapup.
Parameters: Queues, Channel Type, Wrapup Codes